The player from Germany had his account temporarily suspended due to a self-imposed ban for gambling addiction, but he was able to log in and deposit money afterward. Despite his account being closed, Skyslots casino is unresponsive to his refund request for €1000 and has not provided chat histories. He seeks recognition of the error and a full refund of €2000.
Skyslots Casino - Player’s account has been closed after self-exclusion.
Amount: €1,000
Skyslots Casino
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6.4
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Case opened
Current status
Waiting for Casino Guru to reply
6d 2h 33m 0s
Case summary
21 hours ago
Public
Public
yesterday
Translation
Hello,
I would like to make the following issue public.
On December 20th, 2024, I had myself banned from Skyslots casino due to my gambling addiction. The chat support was slow to respond and directed me to the VIP support, stating they didn't have access to my account. However, after I reiterated my gambling problem, the chat support did proceed to suspend my account. They thanked me for taking the first step and provided me with links to support organizations.
On December 24th, 2024, I was able to log into my supposedly blocked account, deposit money, and gamble it away.
The chat support team is refusing to provide me with chat histories, which I need as written proof.
When I approached the chat support, indicating that my account should be permanently closed, they once again referred me to the VIP support.
The number for WhatsApp is the same as the VIP manager from Cusco Casino, where I've also been banned due to my gambling addiction. Skyslots support denies any relation to Cusco Casino, even though the same company is behind both of their licenses.
My account is now closed, but they are not responding to my refund request, nor are they providing me with a secure copy of the chat histories.
I want the casino to acknowledge their mistake and refund the €1000 I deposited on December 24th, 2024. I should not have been able to log into my account due to my ban. Ideally, I should be refunded the €2000 I've deposited at Skyslots, as the casino or the VIP manager was aware of my ban at the sister casino and contacted me via email on December 20th, 2024, congratulating me on my VIP status at Skyslots.
Automatic translation:
Public
Public
yesterday
Dear Kronos1995,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:
3.10 Self-exclusion request: you can contact customer service via e-mail: support@skyslots.com, and we will assist you in closing your account. Please note, that section 3.9 above still applies to such closure requests.
Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Furthermore, do I understand correctly that you do not have any proof that you informed the casino about your gambling problem?
Looking forward to hearing from you.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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